MHC Patient Relations and Risk Specialist, RN- Temporary Position

Southern Illinois Healthcare • Carbondale, IL

1d • Onsite

About The Position

The MHC Patient Relations and Risk Specialist, RN is responsible for managing patient relations grievances and/or complaints and assisting in the identification, evaluation, and treatment of risk events within the hospital. The role aims to reduce the frequency and severity of controllable unusual events that may result in injury to patients or financial loss to the institution, aligning with the goals, objectives, and mission of SIH. The position's responsibilities are split, with 35% dedicated to Patient Relations and 65% to Risk management.

Requirements

• Associates Degree in Nursing required
• Current Illinois RN Licensure
• 5 years Technical Experience
• Ability to manage highly complex and uniquely challenging situations, requiring extensive consideration of variables that impact multiple areas outside of the job area
• Ability to work independently with little supervision and provide general guidance, mentorship, or indirect supervision to colleagues
• Ability to de-escalate highly emotional and intense situations with patients/families, providers, and colleagues

Nice To Haves

• Bachelor’s degree in Nursing preferred

Responsibilities

• Managing patient relations grievances and/or complaints.
• Assisting in identification, evaluation, and treatment of risk events within the hospital to reduce the frequency and severity of controllable unusual events.
• Directly responsible for specific patient complaints/grievances in the form of face-to-face patient and family contact, letters, phone calls, emails, patient satisfaction surveys, and potentially other forms of communication.
• Directly responsible for Investigating concerns through collaboration with administration/Providers/Managers/Supervisors for timely responses to patients/families.
• Facilitating grievance meetings and acting as patient liaison.
• Directing patient inquiries and complaints to appropriate medical staff members and following up to ensure satisfactory resolutions.
• Explaining policies, procedures, and services to patients using medical or administrative knowledge.
• Directly responsible for resolving the patient/family concern(s) in a formal written follow-up process within CMS guidelines.
• Assisting with managing billing concerns related to patient/family complaint/grievance at the guidance of the facility Risk Manager.
• Directly responsible for collaborating with all levels of the organization to investigate patient lost belongings.
• Initiating the re-imbursement process for replacement when warranted.
• Facilitating service recovery as specific occasions arise.
• Reading literature, talking with colleagues, continuing education, and participating in professional organizations or conferences to keep abreast of developments in the field (Patient Relations).
• Identifying and sharing research, recommendations, or other information pertinent to patient/family satisfaction.
• Directly responsible for reviewing/monitoring risk events in the monitors RDE (Remote Data Entry) reporting system.
• Directly responsible for investigating risk concern through chart reviews and collaboration with the Medical Staff members and staff.
• Directly responsible for managing communication with patients/families to ensure transparency, timeliness, and resolution.
• Identifying potential risks by analyzing data, observing processes, and talking to providers and staff.
• Ensuring and/or facilitating adequate communication concerning key risks.
• Collaborating with Quality Peer Review Coordinator when cases are identified as potential peer issues.
• Responsible for timely referrals to Infection Prevention, Quality, Nursing, Ancillary Departments, Administration, and other departments as appropriate.
• Reviewing patient charges for any pertinent adjustments and monitoring for the completion of adjustments.
• Supervising office staff when manager is unavailable or otherwise engaged.
• Directly responsible for new provider orientation.
• Performing general employee and Nursing orientation.
• Assisting with external requests for explants.
• Reading literature, talking with colleagues, continuing education, and participating in professional organizations or conferences to keep abreast of developments in the field (Risk).
• Identifying and sharing research, recommendations, or other information pertinent to legal liabilities, risk management or quality of care.

Benefits

• Rich opportunities to develop and grow professionally
• An environment of excellence in patient care
• The awareness that everything accomplished is a direct outgrowth of the superb efforts and dedication of our employees
• Experiential learning opportunities for students at every stage of career development
• SIH Scholarship Program (money to cover tuition, lab fees, books, and educational supplies)
• SIH Phlebotomy Program (allows beginning working in as few as nine weeks)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees